Job Description
Note: The job is a remote job and is open to candidates in USA. Abnormal AI is seeking a Senior Customer Success Manager to independently manage strategic customer relationships and ensure long-term value realization across mid-market and enterprise accounts. The role involves driving adoption, engagement, and mitigating risks while collaborating with various teams to enhance customer satisfaction and account growth. Responsibilities • Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight • Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities • Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments • Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts • Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction • Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes • Represent the customer voice internally, providing structured feedback to Product and other teams • Support knowledge sharing and contribute to internal process development or mentoring where relevant • 25 % travel Skills • 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles • Proven track record managing complex customer relationships, including executive-level stakeholders • Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes • Technical familiarity with internet and networking technologies; experience with security products is a plus • Proficiency in CRM and support tools such as Salesforce and Jira • Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience • Fluent in Spanish Benefits • Bonus • Restricted stock units (RSUs) • Benefits Company Overview • Abnormal AI is the leading AI-native human behavior security platform. It was founded in 2018, and is headquartered in Las Vegas, Nevada, USA, with a workforce of 1001-5000 employees. Its website is Apply tot his job